Method for distributing calls to a group of end points

ABSTRACT

A switching apparatus distributes incoming calls to end point terminals that belong to a service group and that interact with the switching apparatus via messages. The messages query the end point terminals by specifying a range and asking those end point terminals that meet a criterion associated with the range to respond. By iteratively narrowing the range, for example, in a binary search fashion, one of the end point terminals is selected. In one embodiment, the range relates to fixed sequence IDs of the end point terminals and the criterion relates to whether an end point terminal is idle or not. In another embodiment, the range incorporates the idle/not idle state of the end point terminals by specifying idle time durations.

RELATED APPLICATIONS

This is a continuation of U.S. patent application Ser. No. 09/727,320,filed Nov. 30, 2000, now U.S. Pat. No. 6,885,665, issued Apr. 26, 2005.

BACKGROUND OF THE INVENTION

This invention relates to methods for selecting terminals with whichtelecommunication connections are established. These methods aretypically employed in connection with groups of terminals, sometimesstaffed with human operators, that are charged with performing certainselected tasks and which, generally are fungible. That is, it isunimportant to which of the terminals an incoming call is connected.

One such method is normally referred to as “hunting.” It refers to thenotion that when there is a group of terminals, for example, telephoneson a group of desks in an insurance company's office, an incoming callis connected to a switching apparatus, that steps through the group oftelephones, in a predetermined sequence, starting with the firsttelephone in the sequence, to find the first telephone that is not busy.The incoming call is then connected to that telephone. When a non-busytelephone is not found when the switching apparatus reaches the end ofthe sequence, the incoming caller is sent a “busy” signal. This methodis sometimes called linear hunting.

Another method, which is closely related, is sometimes called circularhunting. In circular hunting the switching apparatus also stepssequentially through the sequence of telephones in the group, but ratherthan start with the first telephone in the sequence, the switchingapparatus starts with the line succeeding the last telephone that wasconnected. When the switching apparatus reaches the end of the sequencewithout finding a non-busy telephone, the hunting for a non-busytelephone continues from the beginning of the sequence. A “busy” signalis sent to the incoming call only when the switching apparatus huntingreturns to the telephone from whence the hunting began. One can think ofit as hunting in modulus arithmetic, with the modulus being the numberof telephones in the group.

It is quite clear that linear hunting burdens the telephones at thebeginning of the sequence more than the telephones at the end of thesequence. Circular hunting distributes the burden more evenly. However,circular hunting does not take into account the idle times of telephonesand, therefore, even circular hunting has the potential for utilizingthe telephones in the group in an uneven manner. When human operatorsstaff the telephones, every effort needs to be made to utilize all ofthe telephones in the group as evenly as possible, because one want toburden the operators who use the phones fairly.

Still another method that is employed for allocating communication,which takes into account idle times is called automatic calldistribution. Switching apparatus that performs the automatic calldistribution is normally call an automatic call distributor, or ACD. TheACD keeps track of the busy/idle state of the telephones in the group,and the durations of the idle time. When a call comes in, it is routedto the idle telephone with the longest idle time. If none are idle, thena “busy” signal may be returned or, in some systems, the caller may beplaced in a queue.

In each one of the above-described methods, the switching apparatusknows the busy/idle state of the telephones in the group, knows thenumber of telephones in the group, and all of the telephones in thegroup are actually connected to the switching apparatus.

It is desirable to have similar capabilities in a distributedenvironment, where there is no switch that knows the status of any ofthe elements in the hunt group, ACD, or circular hunt group. Packetswitching systems, for example, often don't have state information aboutthe network's end points (terminals) that are connected to the variousswitches, and/or routers, in the packet switched network.

SUMMARY

An advance in the call-distributing art is achieved with a switchingapparatus that distributes incoming calls to end points that belong to aservice group and that interact with the switching apparatus viamessages, such as packets; for example, in an Asynchronous Transfer Mode(ATM) environment. Advantageously, each end point in the service groupknows that it is in the service group and knows it's sequential positionin the service group; i.e., each end point has a sequence ID. Alsoadvantageously, the switching apparatus (or a server that does pollingon the terminals in the group) knows the number of end points in theservice group, for example, N.

Linear hunting, illustratively, is achieved by the switching apparatus(or some polling proxy) sending a query packet to the network to whichall of the end points are coupled, requesting that idle end points witha sequence ID between 1 and └N/2┘ send a reply packet. The └ ┘ symbolrepresents the truncation operation; for example, └9/2┘=4. If there areany such idle end points, a reply packet is received by the switchingapparatus. If a reply packet is received, the switching apparatus knowsthat there is an idle end point in the first half (accurate to withinthe truncation error) of the group of end points, and proceeds to send asecond query packet, requesting that idle end points with a sequence IDbetween 1 and └N/4┘ send a reply packet. If a reply packet is notreceived in response to the initial query packet, then the second querypacket requests that idle end points with a sequence ID between └N/2┘+1and N send a reply packet. In this manner, after log N number of querypackets (rounded up to the next integer), the switching apparatus knowswhich end point is the appropriate end point to be utilized.

Circular hunting, illustratively, is achieved in the same way, exceptthat an offset number is provided to the end points, and the idle endpoints employ this offset number, in modulus arithmetic, to determinewhether to response or not.

ACD operation is achieved by, illustratively, polling the end points, ina binary search manner, for the end point with the longest idle time.

BRIEF DESCRIPTION OF THE DRAWING

FIG. 1 presents one illustrative embodiment in accord with theprinciples of this invention; and

FIG. 2 presents another illustrative embodiment in accord with theprinciples of this invention.

DETAILED DESCRIPTION

FIG. 1 presents an illustrative arrangement for practicing theprinciples disclosed herein. It depicts a packet network 100 withrouters 101 through 105, with end point terminal 10, e.g., a telephone,connected to router 101, and switching apparatus 200 connected to router104. Switching apparatus 200 implements the principles disclosed hereinand is shown connected packet bus 201 (e.g., an Ethernet bus), to whichend point terminals 11 through 18, e.g., telephones, are connected. Inthe illustrative embodiments disclosed below, telephone 10 wishes toplace a call to a party that serves its customers though telephones 11through 18, which make up a service group. Advantageously, each of thetelephones in the service group possesses a sequence ID, which allowsthe telephones in the service group to be addressed in a shorthandmanner. In the case of the FIG. 1 arrangement, the sequence IDsillustratively are 1, 2, . . . 8. Telephones 11-18 are instruments thatare adapted to provide voice communication through signals transmittedin packet format. In addition telephones 11 are able to receive querymessage, perform some fairly simple operations, such as comparisons (andin some embodiment, modulus addition). The construction of suchtelephone instruments is well known in the art, and it typicallyincludes a stored program controlled microprocessor. Implementing theprinciples of this invention imposed an extremely small additionalprocessing burden on the microprocessor. It is noted that the use of apacket network in the FIG. 1 illustrative embodiment is selected forexposition purposes, and that the principles of this invention areapplicable to other types of networks as well.

Linear Hunting

When telephone 10 wishes to place a call to a provider that is connectedto network 100 by switching apparatus 200, the apparatus needs torespond as to whether it is able to support a connection, or is busy. Itis able to support a connection when at least one of the telephones11-18 is idle, and it is busy when none of the terminals 11-18 is idle.The following program finds the idle terminal with the lowest sequenceID, which the linear hunting schema selects as the telephone to be used(TBU telephone). In this program, which implements a binary search, Xdesignates the condition that telephones with a sequence ID between Lowand Mid, inclusively, have been polled and at least one telephoneresponded that it is idle.

1 Low=1; Mid=N 2 Repeat: IF (X) THEN 3  High = Mid 4 ELSE 5  Low = Mid +1 6 END IF 7 IF Low > N THEN 8  Send “busy” message; Go to End 9 ELSE IFHigh = Low THEN 10  Terminal that sent message is the TBU terminal 11ELSE 12  Mid=└( Low + High)/2┘; Go to Repeat 13 End: END IF

To briefly review the program, the interval under consideration spansfrom the telephone with a sequence ID=Low to the telephone with thesequence ID=Mid, inclusively. In the initial pass, the interval underconsideration spans the entire set of telephones, from 1 to N. When anidle telephone is found, control passes to line 3 of the program whereHigh=N. When no idle telephone is found, control passes to line 5 of theprogram, where Low is set to N+1 (since Mid=N). Line 7 detects thecondition of no idle telephone being available, and line 8 sends out a“busy” message and proceeds to the end of the program. When an idletelephone is present, control passes to line 9, which ascertains whetherHigh=Low. If so, there can be only one telephone that responded that itis idle, that being the telephone with sequence ID=High=Low.Consequently, that telephone is identified as the TBU telephone.Otherwise, control passes to line 12, where a new Mid value is computed,and control returns to line 2.

The process carried out in step 34 involves communication. That is, theterminals in the specified range of sequence IDs need to be polled as towhether any of them are idle. In accordance with one illustrativeembodiment, the polling is executed by multicasting a query packet thatspecifies the sequence ID range of terminals that are requested torespond. Telephones 11-18, in turn, are arranged to respond to querymessages with different delays. The consequence of the different delaysis that messages initiated by the telephones in response to amulticasted (or broadcasted) query from switching apparatus 200 do notcollide with each other. Alternatively, the telephones may be arrangedto respond with a randomized delay. In the random collisions arepossible but are rare.

More specifically, the determination as to whether a telephone existswith a sequence ID in a given range is determined by switching apparatus200 multicasting a query message on bus 201, effectively stating “ifyour sequence ID is greater than or equal to Low and less or equal toMid, and you are idle, please send an affirmative reply.” Each of thetelephones on bus 201, if it is idle, accepts the multicast message anddetermines, in accordance with conventional processing and based on itsstored sequence ID, whether the multicast query is addressed to itself.If so, the telephone waits for a short preassigned (or random) delayinterval and sends out a reply message, unless it receives acountervailing “cancel query” or a subsequent multicast message (whichis treated as an implied “cancel query” message).

In response to a multicasted query message, switching apparatus 200 canexpect a number of affirmative replies—up to the number of telephones inthe interval. However, switching apparatus needs to know only whetherthere exists at least one idle telephone (at which point switchingapparatus 200 knows that control must be passed to step 36). Therefore,speed benefits accrue by ignoring all replies other than the first.Alternatively, switching apparatus 200 can instruct all terminals tocancel their replies; i.e. send a “cancel query” message, as mentionedabove, that is addressed to all end point terminals or addressedidentically to the telephones addressed in the initial query message.

Circular Hunting

When switching apparatus 200 is conditioned to effect circular hunting,the basic process is the same.

In accordance with a first illustrative embodiment, switching apparatus200 operates pursuant to the above-described program, but the querymessage that switching apparatus 200 multicasts includes an offset valueK, which is the sequence ID of the last-selected end point terminal,plus 1. While, and the query message still effectively states: “if yoursequence ID is greater than or equal to Low and less or equal to Mid,and you are idle, please send an affirmative reply,” each telephonesubtracts the value of K from its true sequence ID to obtain a sequenceID that it uses in determining whether to respond to the multicast querymessage. The subtraction is carried out in modulus N arithmetic. Forexample, if N=16 and the last telephone selected by switching apparatus200 is 10, then the sequence ID of the telephones (for responsepurposes) are set to ID′=(ID−K)_(mod N), which leads to the telephonewith sequence ID equal to 11 having a sequence ID for response purposes,ID′, equal to 1. To give another example, a telephone with sequence IDequal to 3 computes the sequence ID for response purposes, ID′, equal to(3−10)_(mod N)=(−7)_(mod N)=9.

Another embodiment breaks the search for an idle telephone into twobinary searches: a first search from K to N, and if it is unsuccessful,a second search from 1 to K-1. This removes the need for performingmodulus arithmetic at the telephones but, potentially, increases thenumber of iterations that are performed by the above-described programby 1. Of course, the length of time that is required for an iteration isinsignificant relative to the general operation of the FIG. 1arrangement.

ACD

As indicated above, the ACD function selects the telephone with thelongest idle time. Accordingly, the telephone's idle time forms theselection criterion and, effectively, constitutes a changing ID of thetelephone. This ID is incremented with the passage of each τ intervalwhile the telephone is idle, where τ is a selected measuringgranularity; for example, 1 sec. The telephone's ID is reset to zerowhen the telephone is not idle, and is kept at zero until the telephonebecomes idle.

When the process initially starts, the maximum idle time of telephones11-18 is not known to switching apparatus 200. However, one can selectany arbitrarily large idle time to start the process, or reset the ID ofall of the telephones to zero. Once some telephone has beenselected—that telephone having an ID that is not smaller than the ID ofall other telephones—switching apparatus 200 knows that the maximum idletime of any of the telephones (11-18) is not greater than the previouslyselected maximum time, plus the elapsed time since the last selection,Δ; that is, T+└Δ/τ┘, where T is the ID of the last-selected telephone.Knowing that the queried telephones can have an ID that spans the rangefrom 1 to T+└Δ/τ┘, a binary search can be performed to find thetelephone with the largest ID. It can be easily shown that this binarysearch will require, at most, ┌log Q┐ query message-response iterations,where ┌┐ symbol represents rounding up to the next integer, for example,┌3.1415┐=4.

Advantageously τ is selected to be long enough so that └Δ/τ┘ does notchange during the binary search. Choosing a large value of τ, whichmeans choosing a coarse granularity, creates the possibility that two ormore telephones that cease being idle within τ sec of each other willcarry the same ID. Eventually, these telephones will be the telephoneswith the longest idle time. A possibility exists, therefore, that atelephone with the longest actual idle time is not selected, in favor ofa telephone with a slightly shorter idle time that is within τ sec ofthe telephone with the longest idle time. In the above example, that canonly generate a 1 sec discrepancy, which has no material effect, sincethe next polling times will definitely select from among thosetelephones that shared the same ID.

The binary search to find the telephone with the largest ID can be bymeans of a program executed by switching apparatus 200, as describedbelow, where X designates the condition that a telephone exists with anID that is between Mid and High, i.e., telephones were polled with theMid and High information, and at least one of the telephones respondedaffirmatively:

1 Low=1; High=T+^(┌)Δ/τ^(┐) Mid=└( Low + High)/2┘ 2 Repeat: IF (X) THEN3  Low = Mid 4 ELSE 5  High = Mid−1 6 END IF 7 IF High=0 THEN 8  Send“busy” message; Go to End 9 ELSE IF High = Low THEN 10  Terminal thatsent message is the TBU terminal 11 ELSE 12  Go to Repeat 13 End: END IF

FIG. 1 employs the principles of this invention in an arrangement whereall of the telephones in a service group are coupled to switchingapparatus 200 through bus 202. Bus 201 is merely illustrative, ofcourse, and the same operation can be implemented with a network (e.g.local area network). Moreover, having a separate network is not arequirement of this invention. FIG. 2 depicts a network 100, forexample, which may be an ATM network, with routers 101 through 105 towhich telephones 10 through 18 are connected. As shown, telephones 10through 18 are connected to different routers of the network 100routers. Nevertheless, telephones 11 through 18 can form a servicegroup, just as in the FIG. 1 embodiment. Switching apparatus 200 stillimplements the principles disclosed herein, except that the query andresponse message pass through the ATM network prior to call set-up.

1. A method for identifying an end point terminal within a service groupof end point terminals as a to-be-used terminal, where each of saidterminals is characterized by an ID comprising the steps of: sending amessage to said end point terminals, specifying a response criterion,which messages requests a response from idle end point terminals thatmeet said response criterion and whose terminal IDs are greater than orequal to x and less or equal to y, where values x and y are contained insaid message; receiving one or more responses from said idle end pointterminals that meet said response criterion and terminal ID criterion:based on a selected one of said responses; and based on informationrelated to said response criterion either selecting the end pointterminal that supplied the selected one of said responses as theto-be-used terminal, or modifying said response criterion to form achanged response criterion and returning to said step of sending amessage, with the specified response criterion of the message being saidchanged response criterion; where each of said end point terminals, indetermining whether its ID is within range of end point terminal IDs,compares its ID to said x value and to said y value, subtracting fromit's ID a value related to a constant supplied in said message, wherethe subtraction is performed in modulus arithmetic.
 2. A method foridentifying an end point terminal within a service group of end pointterminals as a to-be-used terminal, where each of said terminals ischaracterized by an ID comprising the steps of: sending a message tosaid end point terminals, specifying a response criterion, whichmessages requests a response from idle end point terminals that meetsaid response criterion and whose terminal IDs are greater than or equalto x and less or equal to y, where values x and y are contained in saidmessage; receiving one or more responses from said idle end pointterminals that meet said response criterion and terminal ID criterion;based on a selected one of said responses; and based on informationrelated to said response criterion either selecting the end pointterminal that supplied the selected one of said responses as theto-be-used terminal, or modifying said response criterion to form achanged response criterion and returning to said step of sending amessage, with the specified response criterion of the message being saidchanged response criterion; where each of said end point terminals, indetermining whether its ID is within range of end point terminal IDs,compares its ID to said x value and to said y value, adding to said xvalue and to said y value a value related to a constant supplied in saidmessage, where the addition is performed in modulus arithmetic.
 3. Amethod for identifying an end point terminal within a service group ofend point terminals as a to-be-used terminal, where each of saidterminals is characterized by a fixed ID that is unique to end pointterminals that belong to a given service group, comprising the steps of:sending a message to said end point terminals, specifying a responsecriterion, requesting idle end point terminals that meet said responsecriterion to respond; receiving one or more responses from said idle endpoint terminals that meet said response criterion; based on a selectedone of said responses, modifying said response criterion to form achanged response criterion; and based on information related to saidresponse criterion either selecting the end point terminal that suppliedthe selected one of said responses as the to-be-used terminal, orreturning to said step of sending a message, where the specifiedresponse criterion being said changed response criterion where theunique ID's of end point terminals are members of a set that includesnumbers A through A+N, where A is a preselected integer, and N is thenumber of end point terminals in said service group.